Clay Subaru - Service Center

Waited for 1.5 hours (+) for an oil change I purposely scheduled my oil change before work with what I thought was an ample "buffer zone" to get to work on time. I was wrong. Despite my appoi I purposely scheduled my oil change before work with what I thought was an ample "buffer zone" to get to work on time. I was wrong. Despite my appointment, I had to wait over an hour and a half for my oil change. Needless to say,I was late to work. More

Customer Friendly Clay Customer Friendly !!! Understood my needs If they found that I had concerns they would address them. They also offered programs to help by drivi Customer Friendly !!! Understood my needs If they found that I had concerns they would address them. They also offered programs to help by driving experience a good one. Pre paid service that offered discounts . More

Clay Subaru Are Reliable, Well-Organized & Courteous Clay Subaru are reliable, well-organized and courteous. They help me maintain the 2015 Forester I bought through their pre-owned program in top shape Clay Subaru are reliable, well-organized and courteous. They help me maintain the 2015 Forester I bought through their pre-owned program in top shape. Their staff are courteous and efficient, their shop is comfortable when I need to wait on the premises, the work is timely, and their communication is excellent. I know it takes hard work to keep a service running so effectively. So, thanks Clay Subaru! More

Quick replacement of original battery Needed to replace original battery which was over four years old. Msking the appointment was quick and easy. Service was prompt and I was quickly back Needed to replace original battery which was over four years old. Msking the appointment was quick and easy. Service was prompt and I was quickly back on the road. More

Professional and efficient! I've been a Subaru owner since 1995 and been in dealerships all over eastern Massachusetts. Clay in Norwood, by far is the best dealer on every leve I've been a Subaru owner since 1995 and been in dealerships all over eastern Massachusetts. Clay in Norwood, by far is the best dealer on every level. The sales process was painless, and everyone made us feel special and cared for. People went out of their way to makes is happy. The service is also amazing. Everything works exactly as it should. They arrive early, work fast, and get you on your way. Everyone from the service manager to the man who gives you a ride up work are helpful and professional. More

Very helpful and courteous service staff. Clay Subaru always takes good care of me and my Forester. The staff go out of their way to find the problem and fix it the best way possible. Clay Subaru always takes good care of me and my Forester. The staff go out of their way to find the problem and fix it the best way possible. More

Helpful the service team at Clay subaru has been wonderful. I’ve had the pleasure of working with Nikki..& cannot day enough good things. Pleasant. Courtesy. the service team at Clay subaru has been wonderful. I’ve had the pleasure of working with Nikki..& cannot day enough good things. Pleasant. Courtesy. Best dealership around! More

We love our Subarus! I will never go anywhere else for service! The guys in the shop have been taking care of our vehicles for many years. I always appreciate the advice I will never go anywhere else for service! The guys in the shop have been taking care of our vehicles for many years. I always appreciate the advice Nikki gives to keep our cars running! Keep up the good work! More

Love my Impreza Could not be happier since buying my new Subaru Impreza last spring. Nikki has been awesome in service, she is always there to help with whatever I ne Could not be happier since buying my new Subaru Impreza last spring. Nikki has been awesome in service, she is always there to help with whatever I need. More

Poor customer service over the phone I bought an Impreza in September and would give the sales staff 4 to 5 stars. The service department is another story, however. Yesterday, I called up I bought an Impreza in September and would give the sales staff 4 to 5 stars. The service department is another story, however. Yesterday, I called up the service department when my car auto locked itself while I was scraping ice. When I called the service department, the person who answered offered no help, and told me to call triple-A and implied it was my fault because he said “it’s a setting”—a setting I didn’t set and was unaware of. When I explained that that was not an acceptable answer—what if I were not at home and I had put my child in the backseat while I de-iced the car—he connected me to what I presume was a manager. The manager was friendlier but didn’t really know anything about whether it was a setting, how to change it or how even to unpair my phone from the car while I was talking to him. When I said I would call him back once I figured out the unpairing, he told me they don’t have direct numbers in service, so I would have to call the general number for service and be put on hold a third time. There are a few problems: (1) the first person answering the phone should take a cue from contact Center best practice and respond to all problems with “I am sorry to hear that. Let’s see if we can solve your problem.” Empathy and politeness go a long way. (2) if the service department can’t answer a question immediately, the response should never be “I’m not in the car so I can’t see the screens. All cars are different.” (Which is what the manager said), it should be “What is your number? We will investigate and call you back.” (3) The level of education on the settings for their vehicles is below what it should be. 15 years ago, it was acceptable for service people to respond to problems with, you’ll need to bring it in for me to see what’s wrong, because most issues were mechanical/wear-and-tear-related, but in a world where computerized functions are an ever more important of a make and model’s value proposition, service reps should be educated about how their car’s’ software works to the same level as CSRs at software companies. (4) The dealer should introduce an incentive system for the service dept like they have for sales, ie, some sort of survey or other tool to measure satisfaction. If the dealer’s response to all these suggestions is that they all require investment in training and hiring that Clay can’t afford, then they need to become comfortable with the fact that they won’t have a lot of repeat business. Which means more money spent on marketing and discounted upfront pricing, rather than higher-margin repairs. More